The Future of Retail and Customer Experience
Industry Leader discussion with Yenal Gökyıldırım, CEO of MediaMarkt, and
Çağlar Göğüş, CEO of Doğan Holding
Yenal Gökyıldırım, CEO of MediaMarkt, talked about how the company adapted to the uncertainties and shared his view of the future of retail and customer experience. In our new Industry Leaders recording, Çağlar Göğüş, CEO of Doğan Holding, our moderator for this recording, asked critical questions to unveil the underlying reasons for MediaMarkt’s success.
Here are some of our discussion topics:
- Why is customer experience important, and why should it be integrated within the company strategy?
- How did Covid-19 and evolving customer expectations shape the future of retail?
CEO, MediaMarkt Turkey
CEO, Doğan Holding
4 Ways to Focus Voice of Customer Programs During the Covid-19 Pandemic
As the first wave of the impact of the pandemic is experienced, we see some changes in this initial response. Based on our conversations with our clients in banking, retail and insurance, we wanted to share approaches and actions regarding Voice of the Customer programs. Read more
Smart Customer Experience to Drive Real-Time Action
Most companies today deploy Voice of Customer programs and measure customer experiences every day by sending surveys to their customers. Yet, most of these programs do not produce the desired results in customer experience, and often the feedback of customers are not turned into actions. Watch now
Integrating VoC with Journey Design to Improve CX
During the global pandemic, we have witnessed that customer needs, expectations, and journeys shifted overnight. Times like these have once again shown us the importance of managing “dynamic” customer journeys. Read more
With increasing competition across industries, it is more important to understand what customers are thinking about the products and/or services provided by companies.
Voice of Customer program enables companies to systematically capture, track, and analyze customer feedback and act based on the collected insights.
Discover Voice of Customer Solution
See Alterna CX in action
Contact us to learn how Alterna CX can help you get CX results